Park Lane Limited COMPLAINTS PROCEDURE

MINI (UK) Limited is committed to providing products and service of the highest standard. But we do understand that sometimes things can go wrong. If you have a concern or are dissatisfied in any way, we’ll do our best to help resolve the situation in a fair and transparent way.

MINI will investigate all complaints competently, diligently and impartially obtaining additional information as necessary. Every complaint will be assessed fairly, consistently and promptly taking into account all relevant factors to ensure a fair outcome for you.

STEP 1 

 Park Lane Customer Complaints Procedure. If Something isn’t right and you need our help, please call us on: 0330 173 1215

We’re here: 09.00-18.00 Monday – Friday

Or email us at: Customer.parklane@bmwparklane.co.uk

Or write to us at: BMW Park Lane, 70 Park Lane, London W1K 7TT

WHAT YOU WILL NEED TO PROVIDE.

To help us investigate and try to resolve your complaint, please provide us with the following information:

• Your name and address;
• Details of how we can contact you;
• A clear description of your complaint;
• Details of what you would like us to do to rectify the situation; and
• If appropriate, copies of any relevant supporting documentation.

OUR COMMITMENT TO YOU.

We’ll thoroughly investigate your complaint and offer a fair response that will take into account all the information available to us.

We will do our best to resolve your complaint quickly, sending a Summary Resolution Letter if your complaint can be resolved by close of the third business day following receipt. If your complaint relates to our credit broking activities and cannot be resolved by close of the third business day, we will:

• Within 5 working days, provide a written acknowledgement of your complaint and give you the details of who is handling the case and how to contact them
• Keep you updated on the progress of your complaint, and
• Within 8 weeks of receiving your complaint, we will either: write to you with our final response and the reasons for providing this response, or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide it.

We may not always provide the answer you are looking for, but we’ll make sure we offer a clear explanation for our decision.

Step 1: Contacting us: If you have a concern with either your vehicle or the service you have received from us, please firstly raise this with the Manager of the business area your complaint is about.

Step 2: What you will need to provide: To help us investigate and try and resolve your complaint, please provide us with the following information: Your name and address together with details of how we can contact you; a clear description of your complaint; details of what you would like us to do to rectify the situation; and, if appropriate, copies of any relevant supporting documentation.

Step 3: Still unhappy If you are still unhappy following our final response you have a choice of alternatives which can depend upon the subject of your complaint.

STEP 2

MINI Customer Services.

Should you remain unhappy with Park Lane's response, please contact us by your preferred method from the list below.

Customer Service

MINI (UK) Limited

Summit ONE

Summit Avenue

Farnborough

Hampshire GU14 0FB

Telephone: 0370 5050 160

Email: customer.service@mini.co.uk

We’re here:

09.00-18.00 Monday to Friday

FINANCIAL SERVICES

If your complaint relates to a finance agreement with MINI Financial Services, please click below for details on MINI Financial Services’ complaint handling procedure.

STEP 3

What if I remain unhappy with your response?

If you are dissatisfied with either our final response, or the reasons for any delay in providing our final response you may be able to ask the Financial Ombudsman Service for an independent review.

To be able to ask them for an independent review your complaint must be in relation to our credit broking activities that is to say any marketing material or recommendations we make in relation to any finance offers from MINI Financial Services (GB) Limited and you must have given us the opportunity to find a resolution first. 

If you wish to pursue your complaint to the Financial Ombudsman Service you must do so within 6 months from the date on which we send you our final response letter. The Financial Ombudsman’s details are:

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Telephone: 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

You may also raise a complaint with any of the trade bodies listed below.

THE MOTOR OMBUDSMAN.

The Motor Ombudsman is the UK's government-backed, self-regulatory body for the motor industry.

Fully-impartial, it is the first ombudsman to be focused solely on the automotive sector, and self-regulates the UK’s motor industry through its comprehensive Chartered Trading Standards Institute (CTSI)-approved Codes of Practice. BMW is accredited to the Motor Industry Code of Practice for New Cars.

Over 7,500 businesses, are accredited to one or more of the Codes covering new cars, sales, vehicle warranties and servicing and repair. These drive even higher standards of work and service, and give consumers added protection, peace of mind and trust during the vehicle purchase and ownership experience.

Address:

The Motor Ombudsman

71 Great Peter Street

London

SW1P 2BN

Telephone: 0345 241 3008

Website: www.themotorombudsman.org